As I think about disruptive technology, it’s clear that as an industry, we often get stuck in conversations about products, services, and features. In social media for example, we are enamored with Twitter, Facebook, Foursquare, and the like. At the same time, we tend to confuse emerging with disruptive technologies and overly invest in rising stars such as Instagram, Quora and to some extent Google+ before we understand the impact they have on our world and the impact we can have within each network.
When you think about social media, what do you envision? Twitter, Facebook, Youtube, Foursquare? If you’re like me, blogs would have made the top of the list. But how can blogs survive in a time when the attention of connected consumers is not only precious, it’s elusive. After all, people can read no more than 140 characters at a time right? With the surplus of networks and a river of social activity that washes away personal information levees, how can we be anything but distracted?
The new, new Twitter is upon us and while some of you already have access to it, others will have to wait up to three weeks. I’m not one to write about new features or products as they’re released. But I would like to take some time to review why this version of Twitter is important to you and your business.
Jon Swartz is a veteran journalist who has covered Silicon Valley’s highs and lows over the years. As Swartz says, he’s seen it all and along the way, he’s chronicled not only the events but its impact on business, culture, and society. Jon joins us on (R)evolution to discuss disruptive technology, what it means and what’s next.
Please take a moment to watch and let us know your thoughts…
Guest post by Matt Polsky, social media director for Veterans United Home Loans
By now, many of us have already started setting up our Google+ business pages, and have noticed that there’s nothing overly special about these business pages yet, since they currently lack a vanity URL, have no setting for multiple admins and closely resemble a personal page. However, they will be connected back to Google’s search engine in a way that removes the noise made by competitors.
These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?
Dave Peck is the author of Think Before you Engage, a new book that guides readers through 100 questions to ask before starting a social media marketing campaign. He asked me to write the foreword and as a friend and neighbor, I of course said yes. But, the only condition was that upon publishing, I could share the foreword with you here…
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.